Whether you are making the decision yourself or are looking for a professional site selection adviser you should always have a firm grasp of where you want to establish your business. Every site you find is going to have its own set of pros and cons, so you have to prioritize and select the best choice for your business. You also have to have a general knowledge of what the real estate market is at your target location.
Instead of settling on the first building that catches your eye make sure you’ve explored all of your options. In addition to purpose-built call centers there are often other buildings or spaces that can be transformed into a call center for just a fraction of the price. You also have to take into account on whether you’re looking to lease or own your building. The industry expands and contracts so you have to make sure you’re able to adapt to that. You can’t overlook your agents in this decision as well- they have to be able to make it to work and back. Call centers are classified as labor intensive industries, and require a large labor force to function. Having staff that can’t get to work is as bad as having little to no staff at all. You have to have the faculties to accommodate all of your employees.
Once you’ve found a site that is large (or small) enough for you business, you have to look at its digital logistics. The main factor you want to look at from your digital logistics analysis is the transmission of data. How your data travels to and from your call center is fundamental to its success and long-term survival. Some areas have an optimized and well-established telecommunications infrastructure, while some do not. Those that do come with the knowledge that data can be transmitted quickly and reliably, are compatible with different advanced software’s, and carry more opportunities for technological advancement and the utilization of shared resources with clients and customers.
Strong telecommunication infrastructure tends to stimulate a more innovative environment that pushes up company standards and brings in competition. Competition is a double-edged sword, and call centers aren’t the only ones you need to worry about. Customer Service and Sales Skills are considered ‘soft skills’ and are transferable from industry to industry. You will have to complete with travel companies, insurance brokers, and retail outlets and more for labor, even if they aren’t direct competition. You then have to make the decision if you want to be situated between clusters of other, direct competition (such as other call centers) or with side competition. You’re site is going to influence your wages, and could leave you vulnerable to staff attrition.
Just before your final decision, you then need to take a nice, hard look at the labor market. Call center turnover tends to be high, so you need to calculate whether the labor market will be large enough to sustain your business. If the percentage of the total labor force that is currently employed for call centers above 3 percent that should be a warning bell. Keep everything in mind when deciding where you want to establish your call center!